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Dealing with Negativity Online

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An idiot-proof guide to dealing with negativity online.

An idiot-proof guide to dealing with negativity online.

Published in: Business, Education

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  • 1. Dealing with negativity online Ignore and die. brought to you by Copyright © 2009 Pat Law
  • 2. Firstly, get over it. Not everyone will love you. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  • 3. Ever heard of anyone or any brand that hasn’t been bitch slapped before? brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  • 4. My point exactly. Get over it. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  • 5. Why did it happen to me? brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  • 6. Reason #1: Your product is crap. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  • 7. Reason #2: You are arrogant and rude. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  • 8. Reason #3: You take 10 years to respond to his/ her request. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  • 9. Reason #4: He/ she was fired that day and was in a really bad mood. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  • 10. Reason #5: He/ she works for a competitor. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  • 11. Reason #6: Did I mention your product is crap? brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  • 12. OMFG! So what do I do now?! brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  • 13. Breathe. Go grab a cigarette. Really. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  • 14. Step #1: Do not respond immediately. Not when you’re all jammed up with emotions. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  • 15. Step #2: Evaluate the feedback. Is there truth in what he/she said? brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  • 16. Step #3: Remember that not all negative comments are harmful. Some provide valuable insights for your brand. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  • 17. Step #4: Negative blog post = email the bugger Negative comment left by a reader = respond with your comment brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  • 18. Don’t leave a comment ever if it is a negative blog entry. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  • 19. It just shows that you’re more preoccupied with what people think, than the blogger himself/ herself. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  • 20. But what do I say? brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  • 21. Step #1: Thank them for their time. Really. If they didn’t care enough, they won’t be arsed. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  • 22. Step #2: Apologize without inviting a lawsuit. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  • 23. Say: “We are sorry to hear of what you have to go through.” brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  • 24. Don’t say: “We are sorry we fucked up.” brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  • 25. Not until you’ve confirmed you really did fuck up anyway. Besides, you need to clear the apology with Legal. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  • 26. Step #3: Address all concerns and offer a solution. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  • 27. Don’t be selective over which concern you’d like to address. Please. This person’s already pissed off. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  • 28. Step #4: Ask to call them at a time of their convenience. And leave your contact details with them too. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  • 29. This person doesn’t think you’re a friend. You have no right to say “Hey dude, I know you’re pissed, give me a call some time eh?” brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  • 30. Step #5: Follow up persistently brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  • 31. If it’s a blog post you’re responding to, and somehow, there’s no response to your email, then leave a blog comment. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  • 32. All that the blog comment should say is: Hello, this is [name] from [company]. I dropped you a note a couple of days ago. I’m sorry of what you have to go through, and I’d like to understand your concerns better. Can you let me know if you’re free for a chat? brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  • 33. Saying anything beyond that is just distasteful. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  • 34. Can I get the blogger to remove the negative blog entry if I’ve already apologized? brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  • 35. Sure, if you’d like another negative blog entry. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  • 36. Don’t worry. Chances are, if you’ve clearly shown remorse and sincerity, the blogger will address it on his/ her blog. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  • 37. If not, well, you can talk about it on your own corporate blog. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  • 38. Oh, do I need a corporate blog??? brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  • 39. Let’s leave that for another day. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  • 40. Dealing with negativity online Ignore and die. Pat Law w: blankanvas.bypatlaw.com e: pat@bypatlaw.com t: www.twitter.com/patlaw p: www.plurk.com/patlaw brought to you by Copyright © 2009 Pat Law